The Greater Toronto Airports Authority (GTAA) is a unique and dynamic place to work, with a bold plan to make Toronto Pearson, Canada’s leading global hub airport, a global leader in airport performance, customer care and sustainability. Together with our partners, approximately 1,900 GTAA employees are working to create a next-generation airport by innovating in all we do and striving for the most uplifting, safe and efficient experience for our passengers – all while championing the prosperity of our people, the community we call home, and our aviation partners. Join us on our journey together, as we put the joy back into travel and make Toronto Pearson the chosen place to fly and work.
What's in it for you!
As a GTAA employee, you’ll have access to amazing benefits, including retirement planning, comprehensive group health benefits, employee assistance programs (EAP), paid leave, education and training, as well as recognition and rewards programs.
What you can expect from this position:
Reporting to the Associate Director, Passenger and Agency Programs, this position is responsible for supporting Toronto Pearson in putting the joy back into travel through leadership in creating, managing and implementing projects and programs in conjunction with your colleagues at the Greater Toronto Airports Authority (GTAA), the Canada Border Services Agency (CBSA), U.S. Customs and Border Protection (USCBP), and the Canadian Air Transport Security Authority (CATSA). Collectively, we are working towards supporting increased passenger growth and a focus on a great customer experience.
As Manager, Government Agency Programs, you will:
- Build and maintain day-to-day relationships and interactions with staff at CBSA, USCBP and CATSA
- Maintain alignment with Terminal Operations and other GTAA service delivery teams through effective communication and coordination to ensure seamless delivery of programs
- Lead program and project initiation and implementation in conjunction with other departments of the GTAA and the appropriate agency or agencies
- Support the implementation of GTAA projects led by other departments which require government agency participation or input
- Drive and implement continuous improvement of existing products and programs
- Identify and implement new technologies to aid with passenger processing
- Manage various existing programs such as Primary Inspection Kiosks (PIK), Simplified / Trusted Traveller programs, In-Transit Pre-Clearance (ITPC), International-to-Domestic (ITD) and International-to-International (ITI) connection processes
- Manage government baggage screening integration activities in conjunction with Airport Operations
- Determine seasonal passenger volumes and work with the GTAA, USCBP, CBSA and CATSA to plan out appropriate resourcing requirements
- Perform analysis and resolution of systemic wait time and government process related issues
- Support regulatory and policy development to improve passenger processing, with governments in Canada and the United States
- Implement CBSA, USCBP and CATSA products and services that enable Toronto Pearson to grow, are reliable, and create a seamless travel experience
- Maintain and develop day-to-day interaction with CBP, CBSA and CATSA to foster a culture of collaboration in addition to serving their unique customer needs
- Manage cost recovery programs that support enhanced government agency services, determine proposed deployment of purchased resources and monitor/audit the impacts of GTAA investment
- Work with the Airport Operations team to develop optimum flows into border services and screening processing spaces for unique products such as connection flows, trusted traveler and priority passengers and nexus/global entry passengers
The salary for this management non-unionized position is competitive based on the successful candidate’s qualifications.
This is the role for you, if you have:
- Post-Secondary degree or diploma, specialization in Aviation Management, Business Management or Project Management would be an asset, and/or equivalent education and work experience
- Five (5) years’ experience in an airport environment or similar with demonstrated experience in serving a large and complex customer base
- Three (3) years’ leadership with people management experience, preferable in a matrix organization and multiple operations experience
- Valid Ontario G Driver's License
- Ability to obtain and retain a Transportation Security Clearance
Knowledge and skills you bring, that set-you up for success:
- Forward thinking for new solutions and ideas to enable better passenger experience with government agency interactions and processes
- Proven relationship management skills with internal and external stakeholders
- Strong understanding of airline, government agency, passenger process and baggage handling procedures as they relate to Service Delivery
- Demonstrated ability to influence, collaborate and negotiate cross functionally in a unionized environment, as well as with external stakeholders to achieve results
- Solid business acumen and business improvement mindset to solution immediate issues and to identify trends, provide recommendations, plans and implement corrective actions
- Excellent communication skills and highly developed diplomacy skills to effectively reach a broad audience of internal and external customers, passengers, and other key stakeholders
- An ability to anticipate and support the “Day of” operational team as required ensuring Toronto Pearson has a successful day
- Strong decision-making skills and demonstrates a sense of urgency to deliver operational excellence
- Ability to successfully manage under pressure and respond to critical and or changing priorities throughout the day
- Knowledge of all GTAA policies included but not limited to Public Safety, Security, SeMS, IMS practices, environmental policies, Workplace Health & Safety, and all other governances through Transport Canada
- Ability to work additional hours (evenings and weekends) as required
The GTAA is committed to Employment Equity and maintaining a diverse, equitable and inclusive workplace where everyone can thrive.